FAQ

FAQ : overview

  1. What happens with my personal data?
  2. How can I avoid wrong purchases?
  3. Is the price on the web shop inclusive of VAT?
  4. Is the discount still valid?
  5. Can I pay safely?
  6. Can I still cancel my order after the payment?
  7. I did not receive a confirmation of my order?
  8. When may I expect the delivery and where is my order now?
  9. What if I am not at home?
  10. What if an article is not in stock?
  11. What does the package look like?
  12. How much does the shipping cost?
  13. How much time do I have to return the goods?
  14. I have changed my mind between the payment and the delivery.
  15. I want to exchange goods, what should I do?
  16. Do I have the right of withdrawal?
  17. Are there exceptions to the right of withdrawal?
  18. What should I do in case of a defect?
  19. Where can I turn to with my complaints?
  20. What in case of disputes?

1. What happens with my personal data?
We respect your privacy and shall do the necessary to secure your personal data.
Solely the persons, who are required to facilitate your delivery, will use your data and treat these confidentially. We do not sell your data onwards to third parties.
We store your data in our files, you can always retrieve them or have them adapted.

2. How can I avoid wrong purchases?
Next to each article you will find a description and an image to give you as much detail as possible.
We advise you to make use of the clothing tables to order the correct size, so that you can avoid unnecessary returns.

3. Is the price on the web shop inclusive of VAT?
All prices on the web shop are inclusive of VAT and exclusive of the cost of shipping.

4. Is the discount still valid?
All promotions are valid as long as they are listed on the web shop.

5. Can I pay safely?
Ogone is a leading international Payment Service Provider and arranges for the management, collection and security of all our online and mobile payments.
We do not have an insight in your financial data, these remain secret for us.
You have the choice between: VISA - MasterCard - Maestro - Mister Cash - PayPal - Carte Bleue - iDEAL

6. Can I still cancel my order after the payment?
After you have made the payment for your ordered articles, you will receive an email with an overview of your order.
Your order will then automatically proceed. From then the purchase agreement is a fact and it is no longer possible to cancel your order.

7. I did not receive a confirmation of my order?
If you still have not received our mail within the 24 hours after your order, please notify us so that we can do the necessary.

8. When may I expect the delivery and where is my order now?
All orders placed before 17.00 on working days will be shipped the same day to the address stated by you, if all products are in stock.
It is possible to follow your package in the delivery path via package tracing.
You will receive an email with therein the package tracing code of Post. nl or UPS.

9. What if I am not at home?
The package will not be left with the neighbors if you are not at home.
UPS will make three delivery attempts to you. Are you not at home the first time? Then the delivery man will come back another time. If you are not at home this second time, then you can make a delivery appointment via the website of UPS.

10. What if an article is not in stock?
If an article is temporarily not available for delivery, then we will keep your order in store and you will receive a message.
If an article is not available for delivery anymore, then you will receive a notification and we will refund the paid amount into your account.

11. What does the package look like?
Our products are packaged discretely in a sturdy blank box. From the outside it can’t be seen that this contains erotic articles.
Wherever possible, we make use of packaging materials that are environmentally friendly.

12. How much does the shipping cost?
The cost of shipping for Belgium and the Netherlands are € 6.50
For other countries these may differ per country and weight.
Before the check-out the cost of shipping shall be clearly stated.
In certain periods the costs of shipping are FOR FREE or we give discounts; this is only applicable as long as it is stated on the web shop.

13. How much time do I have to return the goods?
If you have not returned the ordered articles within 14 calendar days, then the purchase is final. The returned articles should always be accompanied by the packaging or delivery list.

14. I have changed my mind between the payment and the delivery.
You can refuse the delivery at your doorstep and have the package returned unopened.
Send us an email; we will pay back the goods and the costs of shipping within 14 days.

15. I want to exchange goods, what should I do?
If you wish to exchange the same article for a different color or size, then the costs of shipping will not be charged again.
You have to notify us however of this exchange within 14 calendar days, from the day that follows on the day of the delivery, by sending an email and to return the articles.
If you have an article that consists of various parts and you are not satisfied about one part only, then you still have to return the complete article, each time per article number.

16. Do I have the right of withdrawal?
YOU can make use of the right of withdrawal. The time for reconsideration is 14 calendar days, to be counted from the day that follows on the day of the delivery. You are not obliged to state a reason. We request you to treat the delivered articles and the packaging with care in the meantime.
If you make use of your right of withdrawal, then you must send us, within the 14 calendar days, an email and return the articles with all extras and in the original state and packaging and with sufficient postage stamps to : BVBA Vandeputte – Van Quaille  Hoefijzer, 16  9880 Aalter Belgium.
We will pay the goods and the cost of shipping back within the 30 days after the return or the recall if there has been a compliance with the above General Terms and Conditions.
From the post office you can obtain a proof of shipping, which is valid as evidence of returning your articles. Keep this document safe in order to prevent misunderstandings.

17. Are there exceptions to the right of withdrawal?
Clothing and lingerie articles can only be returned if these have not been worn and are in an unharmed state and in the original packaging.
Slips, stockings and other intimate pieces of clothing cannot be returned for hygienic reasons, if the seal of the packaging has been broken.
The customer has in that case no term for reconsideration and cannot default to the purchase.
Some products that are fitted with a security packaging (such as DVDs) can only be returned within the term for reconsideration if the security packaging is unharmed.
After the opening or changing of the security packaging that covers the article in its entirety or in part, the customer can no longer default in the purchase.

18. What should I do in case of a defect?
If an article is technically defective upon delivery you should immediately contact us via email.

19. Where can I turn to with my complaints?
In this case we ask you to notify us via email.
So we can take a look at your case in advance and get in touch with you later.
Do not forget to state your order number and personal data.
We take this seriously and shall act as soon as possible.

20. What in case of disputes?
The Laws of Belgium apply.
In case of possible disputes the courts of Gent (Ghand) Belgium are competent.
We strive to avoid this and to reach an agreement with you.

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